Now Accepting Requests for Repairs or Apology Gifts
Thank you for your continued support of Snow Peak products.
On November 7, 2024, we announced that the back of the mesh panels on some of our tents and shelters were manufactured with a material different from the original specifications. We would like to offer our sincere apologies to everyone who purchased the affected products, as well as to everyone who supports our products, our business partners, and other related parties.
We sincerely apologize for the delay in providing repairs to the affected tents and shelters, as well as for providing condolence gifts to customers who do not wish to have their products repaired.
We would like to ask you to accept the following procedure in the way you prefer.
PLEASE REVIEW YOUR TWO OPTIONS FOR RESPONSE: APOLOGY GIFT OR REPAIR
For those who do not wish to have the product repaired and intend to continue using the product, we will provide gift options, including limited edition items, as a token of apology. The items you can choose from will vary depending on the number of affected products you own, and if you have multiple affected products, you can combine them to receive your preferred gift.
View apology gift options
Please note that the only product you need to send or bring is an empty storage case. All other items ( fly sheets, pegs, etc.) are not required. Once we have received the storage case we will stamp it indicating receipt.
APOLOGY GIFT PROCESS
For the affected product, we will sew and repair the affected area behind the mesh panel with the correct material.
When repairing, the condition of the item after repair may differ from when we received it, for example, there may be a difference in color between the newly sewn fabric and the fabric that has deteriorated.
Please note that we may decline to provide repairs depending on the condition of your product. Examples include seam tape coming loose, items with UV deterioration, items which are severely worn or torn, heavily soiled items, and items with mold.
See all impacted product locations.
REPAIR PROCESS
Important Notice
Please choose your preferred response: receiving an “apology gift" or receiving "product repair."
Both "Apology gifts" and "Product repairs" will be accepted at one time per person. If you have multiple affected products, please submit them all at once if possible. If you would like to submit an additional product after your initial submission, please contact the dedicated office listed at the end of this page.
Please fill out the "submission form" on this page. Please note that we will not be able to accept your case if you bring it directly to the store.
Once you have registered on the "Submission Form," we will not be able to accept any changes to the registered information on the form, so please carefully consider and complete it accurately. If any corrections are required after registration, please contact the dedicated office listed at the end of this page. However, please note that we cannot accept any changes or cancellations to your "Apology Gift" after it has been registered.
Please note that if there is a discrepancy between the product information you have submitted and the product we received, we will be unable to assist you and will have to return the product to you and, if necessary, ask you to register again.
Once we have completed this procedure, we will mark the storage case or other item that we have kept to indicate that the procedure has been completed.
If you have lost your storage case or have other special circumstances, please contact the dedicated help desk at the end of this page.
Regarding "Apology Gifts"
There are two ways to check the product: you can collect the product and leave the storage case with us, or you can bring the storage case to a direct store. Please choose one of these options when filling out the submission form.
"Apology gifts" cannot be picked up at the store.
If you bring your product to a "direct store," we will check whether it is an affected product and return it to you. If we receive your product via "shipment," we will check it in the order in which it arrives, but depending on the situation, it may take 3 to 4 months for the storage case to be returned to you.
The limited-edition apology gifts that we have prepared can be ordered until the end of September. Delivery is scheduled to take place between autumn and the end of the year, depending on a variety of factors.
Regarding the "standard apology gifts" we have prepared, we plan to deliver them within one month of the product selection, although this will depend on the situation.
Please note that after you have selected "Apology Gift" and registered on the "Submission Form," we cannot accept changes or cancellations to your registration.
Regarding "product repair"
Depending on the condition of your product, we may not be able to repair it. For details, please see "Examples of Non-Repairable Conditions" on this page.
We will repair your product at a specialized factory. We apologize for the inconvenience, but it will take about six months for the product to be returned to you.
Regarding the finished product after repairs, depending on the usage and deterioration of the fabric, there may be a difference in color between the newly sewn fabric and the original fabric, and the appearance and condition of the item after repairs may differ from when we received it.
We will diagnose whether the product we have received can be repaired before repairing it. If we determine after the diagnosis that the product cannot be repaired, we may have to return it to you.
Regardless of the country of origin stated on the product packaging, repairs will be carried out at our designated overseas factories. Therefore, the country where the repair factory is located may differ from the country of origin stated on the product packaging.
Please note that when you ship your product, we will have the product collected by a shipping company designated by us, in order to deal with any issues that may arise during the transportation of the product and to prevent any confusion between your registered information and the product you own.
Disclaimer after response
We ask for your understanding and agreement that with the provision of a "apology gift" or the implementation of "product repair," this issue will be considered resolved, and that you will not make any additional claims against our company or the retailer, including for repairs or exchanges of the product, refunds, or the delivery of a compensation gift.
FAQs
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Where can I make my selection
Click either Choose Apology Gift or Choose Repair on this page and fill out and submit the form.
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What part of the product should I send to you so that we can check it?
We will take care of the storage case and the main unit (curtain).
*We do not accept "repair" requests at the store, so please complete the procedure using the "reception form" on this page. -
How long will the repair take?
Repairs will be carried out through specialized factories overseas, so it will take approximately six months from the time we receive the item until it is returned to you.
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Are there any conditions for repairs?
Depending on the condition of the fabric, we may not be able to accept repairs. For details, please see "Examples of conditions we cannot accept repairs for" on this page.
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What if a repair is not possible for my product?
Depending on the condition of the fabric, we may not be able to accept your request for repairs.
After receiving the product, we will assess the condition of the fabric, but if we determine that repairs may cause damage, we may ask you to change the product to a "compensation item." -
What if I need a tent while my repair is happening?
We offer a product rental service (free of charge) for customers who wish to have their product repaired.
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What if I'm missing my receipt?
Yes, we can help even if you cannot confirm the purchase receipt or purchase history on your member page. We will check that the storage case you send us is an eligible product.
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I don't know if my product is eligible
The product information is written on the tag on the storage case, so please check it together with the list of applicable products at the top of this page.
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I sent the wrong number of products or the wrong part number.
If there is a discrepancy between the information received and the information we have received, we will be unable to process your request and will have to return the product to you. Please note that you will need to resubmit your request. When preparing your product, please make sure that the information received is correct before proceeding.
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Can I check on my member page whether a request has been "accepted" or "handled"?
You cannot check this on your member page.
We will mark the storage cases and other items that we have received with a "mark" that indicates that they have been handled. -
Will you resell impacted products
We will resume sales of products in order of their readiness.
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Can I receive my order at a store other than the directly managed store?
We do not accept repair requests at our store. We only accept items for collection.
Once again, we would like to offer our sincerest apologies to everyone who has purchased the affected products, everyone who uses our products, our business partners and other related parties, and our many stakeholders for the inconvenience and concern caused. We will take every possible measure to prevent such incidents from occurring in the future and strive to restore trust, so we ask for your understanding and cooperation. If you have any questions or concerns, such as whether the product you purchased is one of the affected products, please contact us at info@snowpeak.com